Client Services Associate – Technical Support

About the Company

Interactive Brokers Group, Inc. (NASDAQ: IBKR), a member of the S&P 500, is a global financial services company headquartered in Greenwich, Connecticut, with offices in over 15 countries. Through its affiliates, Interactive Brokers provides automated trade execution and custody of securities, commodities, foreign exchange, and prediction markets on over 170 markets in numerous countries and currencies.

For more than four decades, Interactive Brokers has focused on technology, automation, and innovation to provide clients worldwide with a sophisticated, unified platform to manage their investment portfolios. We serve individual investors, hedge funds, proprietary trading groups, financial advisors, and introducing brokers.

Our culture is driven by problem-solving, efficiency, and continuous improvement. We look for individuals who are intellectually curious, collaborative, and motivated to contribute to technology that helps simplify and enhance access to global financial markets. Interactive Brokers has consistently been recognized as a top broker by respected industry sources including Barron’s, Investopedia, Stockbrokers.com, and others.

Job Description

Interactive Brokers Hong Kong Limited ("IBHK") is looking for a Client Technical Support Representative who will assist clients with inquiries about our range of trading offerings and act as a liaison between internal teams and customers to ensure a prompt and effective resolution to bugs and issues.

The ideal candidate will be analytical with an affinity for problem-solving and troubleshooting technical and software issues. They should be able to recognize, investigate, and escalate client-reported issues related to our platforms.

If you are motivated, have initiative and are analytical and methodical, we can offer you a position that will challenge and reward you as part of a team building one of the world's strongest brokerage brands.

Responsibilities

• Serve as the first point of contact for clients via phone, chat, and tickets, delivering a friendly and professional client experience
• Listen actively, ask the right questions, and guide clients step-by-step toward a resolution
• Support clients using Interactive Brokers' trading platforms on desktop, web, and mobile
• Partner with internal technical teams to escalate more complex issues, acting as the client's advocate throughout the process
• Spot recurring client pain points and share feedback to help improve our products and services

Requirements

• Experience in a call center, customer service, or client support role (any industry, financial services experience is a plus)
• A confident, friendly phone manner with excellent verbal and written communication skills
• Comfortable with everyday computers, apps, and technology, a technical background is a plus but not required
• A calm, patient, problem-solving mindset
• Fluency in Cantonese and English (Mandarin is a plus)
• Bachelor's degree preferred, fresh graduates and career-changers with the right service experience are encouraged to apply

Company Benefits & Perks 

• Competitive Salary, annual performance-based bonus and stock grant
• Excellent health and welfare benefits including medical, dental, specialist and in-patient  
• Competitive package of Annual Leave
• Daily lunch ordered in house with fully stocked kitchen
• Great work life balance
• Unique opportunity to gain exposure to global financial products, markets and clientele
• Opportunities for career progression and job scope expansion in a global company with growing local presence
• Hybrid work arrangement role permitting